Senior ServiceNow Administrator

CACI-posted 10 days ago
Full-time • Mid Level
Arlington, VA
5,001-10,000 employees
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CACI are seeking a Senior ServiceNow Administrator to provide advanced operations and maintenance (O&M) support for a large-scale federal ServiceNow environment. This senior role oversees the stability, performance, and optimization of both standard and custom ServiceNow applications, ensuring the platform meets evolving mission and business needs. The ideal candidate will combine technical depth with operational discipline to lead environment management, troubleshoot complex issues, and guide configuration best practices.

  • Lead administration, configuration, and lifecycle management of the ServiceNow platform, including ITSM, ITOM, and custom applications.
  • Perform O&M activities, including upgrades, patching, cloning, and performance tuning across multiple environments.
  • Manage user access controls, roles, and permissions consistent with federal security and governance requirements.
  • Troubleshoot complex incidents, service requests, and performance issues, coordinating with developers and infrastructure teams.
  • Oversee data integrity and CMDB accuracy, ensuring alignment with ITIL and agency asset management standards.
  • Develop and maintain custom workflows, business rules, and automation scripts to enhance platform functionality.
  • Collaborate with functional teams to implement new modules and features aligned with mission objectives.
  • Maintain comprehensive system documentation, SOPs, and configuration baselines.
  • Ensure platform compliance with Section 508, FedRAMP, and federal cybersecurity policies.
  • Provide mentorship, technical guidance, and best practice recommendations for junior administrators and support staff.
  • Bachelor’s degree in Computer Science, Information Systems, or a related field.
  • 15+ years of progressive IT experience, including 7+ years administering ServiceNow in an enterprise or federal environment.
  • Demonstrated mastery of ServiceNow ITSM, CMDB, and Service Catalog configuration and management.
  • Deep understanding of ServiceNow platform architecture, security, and API/integration capabilities.
  • Proven success performing instance upgrades, patch management, and system optimization.
  • Strong scripting skills in JavaScript, Glide API, and Flow Designer.
  • Excellent analytical, documentation, and problem-solving skills supporting mission-critical environments.
  • ServiceNow Certified System Administrator (CSA) — required or must be obtained within 90 days of hire.
  • ServiceNow Certified Implementation Specialist (CIS) certification in ITSM, HRSD, or ITOM.
  • Familiarity with Agile methodologies, ITIL v4 frameworks, and federal O&M processes.
  • Experience supporting FedRAMP Moderate or High systems in compliance with FISMA and NIST 800-53 controls.
  • A culture of integrity.
  • An environment of trust.
  • A focus on continuous growth.
  • flexible time off benefit
  • robust learning resources
  • healthcare
  • wellness
  • financial
  • retirement
  • family support
  • continuing education
  • time off benefits
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